Commercial Account Manager

£37,362 | The Maltings, Bath | Permanent

Full-Time | 37 hours per week

Your Goals. Our Commitment. Together, we deliver excellence.

You will be responsible for collecting monies across our commercial portfolio this will include Homeownership, Commercial Units, Garages and Sales Ledgers. You will support customers to prioritise their payment obligations in accordance with their occupancy agreements and taking appropriate enforcement action where necessary. A holistic approach is required working closely with other teams and external organisations to ensure we deliver an excellent customer experience to our commercial portfolio.

What you'll be doing

• Provide clear information and advice to customers on charges, maximising income and minimising arrears through proactive debt prevention and recovery.
• Implement and manage debt recovery processes, including preparing and representing cases at court or tribunal when required.
• Work collaboratively with customers and colleagues to promote income maximisation and ensure appropriate referrals to debt advice services.
• Maintain up-to-date knowledge of Landlord and Tenant law, Leasehold Reform, and related legislation, ensuring compliance across all activities.
• Manage Direct Debit recalculations, sales ledgers, and service charge demands in partnership with Finance and other teams.
• Support the implementation and recovery of Section 20 demands and ensure holistic, compliant complaint handling.
• Champion continuous improvement through customer journey mapping and analysis of Tenant Satisfaction Metrics.
• Take personal responsibility for health and safety, working in line with Curo’s policies and values.

What You’ll Need to Succeed

• Strong communication skills, with the ability to handle sensitive financial enquiries fairly and consistently.

• Proven experience delivering positive outcomes for customers in debt and achieving business targets.

• Excellent numerical and IT skills, including proficiency in Excel and data accuracy.

• A methodical, organised approach with the ability to manage a busy and varied workload under pressure.

• Self-motivation, initiative, and flexibility to adapt to changing priorities.

• A collaborative and customer-focused mindset, building trust and working effectively with colleagues and external partners.

• Awareness of the impact of your behaviour on others and commitment to creating a positive, professional environment.

What you'll get in return

Beyond a salary of £37,362 and the chance to make a difference every day, you'll get:

• 26 days annual leave per year (plus bank holidays), increasing to 29 days
• Your birthday off as an extra holiday
• Up to 10% matched pension contribution
• Hybrid working (3 days in office, 2 days at home)
• Flexible benefits which might include a Health Cash Plan
• Access to an Employee Assistance Programme for your wellbeing

How will I evidence my success? 

• Successfully meet the KPIs and objectives agreed for myself through my PDR and Team Plans.
• Demonstrate continual improvement in our data accuracy, easing colleague and customer effort, increasing confidence in data, and enabling accurate communication with customers on line, by letter and by text.
• Demonstrate the service improvements I have delivered with tangible results that show success.
• Evidence that the Organisation is fully compliant with legislative and regulatory obligations.
• Demonstrate my participation in Curo company life.
• Use the Curo Quality Assurance measures to demonstrate my consistent delivery of our team processes.

About Curo

We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide.

We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers. We're committed to making our recruitment process accessible to everyone --- if you need any adjustments to help you apply or interview, please contact our recruitment team at recruitment@curo-group.co.uk